CUSTOMER SERVICES > Overview

 

CUSTOMER SERVICES DEPARTMENT

Customer Services Department (CSD) falls within the Corporate Affairs Division of NERSA.

The department handles complaints received from customers whose concerns were not adequately dealt with, by their suppliers.  To resolve the complaint, all relevant information is gathered and the department facilitates the complainant and the respondent’s efforts to reach an amicable solution.  Where a solution cannot be reached, the complaint is escalated into a dispute, and referred to the Legal and Advisory Services (LAS) and ultimately ending up in mediation or arbitration as provided for in the legislation.  The LAS deals with the dispute in accordance with the Dispute Resolution Framework, which is available on this website.

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